Trident Consulting is seeking a "Senior Workforce Management Analyst /Lead" for one of our client in "Irwindale, CA". A leading organization in workforce operations and analytics.

Title: Senior Workforce Management Analyst /Lead-Forecasting

Location: Irwindale, CA- 91702

Contract – w2 (12+ Months)

Pay Rate: $44 - $49/hr on w2

Job Description: Job duties may include: create detailed design documentation for the development of computer systems in accordance to business needs; devising, configuring, operating, and maintaining both computer and networking systems; objectively analyze desired processes and outcomes and advise on the right combination of IT systems and components to achieve specific business, department, team, or functional goals.

Day-to-Day Responsibilities:

• This role is responsible for building workforce plans that support day-to-day operations
• Includes forecasting, staffing plans, schedule development, and performance analysis
• Work closely with Operations, Systems, and vendors to maintain service levels
• Understand operational performance, explain drivers, and recommend actionable improvements

Required Skills & Attributes:

• Hands-on WFM experience in a contact center (forecasting, scheduling, performance analysis)
• Strong understanding of call center metrics:
• Forecast inputs (volume, AHT, shrinkage)
• Service level / ASA
• Abandon rate, occupancy, adherence, backlog
• Ability to translate data into operational recommendations
• Advanced Excel skills (pivot tables, lookups, nested formulas, PowerQuery)
• Experience creating staffing plans and explaining trade-offs (service vs cost)
• Ability to work in ambiguity and changing priorities (weather, outages, system issues)
• Strong communication skills
• Strong stakeholder management with Operations and vendors
• High attention to detail and documentation

Desired Skills & Attributes:

• Experience with WFM platforms:
• Aspect/Alvaria, Genesys WFM, NICE/IEX, Verint, Calabrio
• Experience with multi-site or vendor/BPO operations
• Multi-skill routing and queue/skill strategy experience
• Knowledge of intraday management (OT, VTO, reassignments, skill changes)
• Capacity planning for seasonal peaks and event-driven changes
• SQL, Power BI/Tableau, or data modeling experience
• Experience with reporting automation and governance routines
• Familiarity with labor rules, union environments, and timekeeping systems
• Experience mentoring and driving WFM best practices

Education & Experience:

• Bachelor’s degree in business, technical discipline, or equivalent experience
• Degree preferred OR 4–6 years of direct contact center WFM experience
• Minimum 5+ years of experience in resource management and/or business planning
• Overall experience required: 3–5+ years.